When a new agent is associated to an agent group, all other...

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When a new agent is associated to an agent group, all other agents in that group become present


Article ID: 51902 - Last Review: April 12, 2013

PROBLEM

When adding an agent to an agent group, all other agents in that group become present regardless of their presence prior to the change. 



WORKAROUND

This behavior stops if you enable skill levels in the agent group. If you are encountering this issue, it is recommended to enable skill levels in all groups.  If you enable skill levels, but do not modify the skill level settings, agents will continue to be treated equally and call routing will not be changed.

1. Open the Mitel ESM tool.
2. Go to Users and Devices => ACD => ACD Agent Skill Groups
3. Select the agent group in question and click Change
4. Scroll down to Group uses Skill Levels and select Yes
5. Click Save at the bottom of the screen.
6. Open YourSite Explorer.
7. Go to Media Servers on the left.
8. Select the Media Server that the agent group resides on.  Click Synchronization => Telephone system
9. Click Run to run a Telephone System Synchronization.

Once the skill levels are enabled agents will no longer be pulled into group presence when agents are added or removed.



RESOLUTION

This issue will be resolved in version 6.0.2.3

Internal Reference Number (TFS) 103317 



APPLIES TO

6.0.2 

Keywords: agent group add present presence change



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Details
Last Modified:Friday, April 12, 2013
Last Modified By: amontpetit
Type: BUG
Article not rated yet.
Article has been viewed 5,060 times.
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